The short answer
Start by putting the problem to the roofer in writing, with dates, photos and what you want done. The Consumer Rights Act 2015 requires reasonable care and skill in a service, so poor work gives you grounds to ask for it to be put right. If the firm does not respond, a dispute-resolution scheme, Citizens Advice and, as a last resort, a court claim are the next steps.
A practical order of steps if roof work has gone wrong: evidence, a written complaint, outside help and the court route.
Gather the evidence first
Before you write anything, collect what shows the problem. Take dated photographs of the fault, outside and inside the house, such as a stained ceiling or a slipped ridge. Keep the quote, any messages, the invoice and proof of payment. If you can, jot down who said what, and when.
A second opinion helps. Another roofer, or an independent surveyor, can look at the work and put in writing what is wrong and what putting it right involves. That report is far stronger than your own description, particularly if the cause is not obvious. Be careful not to let anyone else work on the faulty area before the original firm has had a fair chance to see it, since that can weaken your position.
Check your paperwork for a guarantee or a complaints procedure. A firm that works properly should tell you how to complain. If you are not sure of your rights, the Citizens Advice consumer helpline is open on weekdays, and its website lists the current number and hours.
It also helps to know the date the work finished and the date you first noticed the fault. Both matter later.
Put it in writing and ask for a remedy
Write a short, calm letter or email. Say what work was done and when, what is wrong, and what you want: usually that the faulty work is put right at no cost to you by a set date. Attach the photographs. Keep a copy, and send it in a way that gives you a record.
The law behind this is section 49 of the Consumer Rights Act 2015, under which anyone selling you a service must perform it with reasonable care and skill. A leak that appears straight after a repair, tiles that slip again within weeks or rubbish left on the roof can all fall short of that standard. You do not need to quote the Act in your letter, but it is useful to know it backs you.
Give a reasonable deadline to reply. A firm that answers and agrees to come back has started to solve it. If your contract was signed at home, you may also have had a right to cancel in the first 14 days, so check the dates. Our complaints page shows how to reach us if your job was with Crown, and what to send.
Outside help if the firm does not respond
The old Alternative Dispute Resolution Regulations were revoked on 6 April 2026, but section 308 of the Digital Markets, Competition and Consumers Act 2024 still requires a trader to tell the consumer about any ADR or other arrangement available if they are dissatisfied. Look in your quote or terms to see whether a scheme is named. ADR means an independent body, such as a trade association scheme, that looks at a dispute without going to court.
Citizens Advice is the place for individual advice. Its consumer service can pass information about complaints on to Trading Standards, and you cannot do that yourself. Trading Standards looks at patterns of bad trading and unfair practices rather than resolving your personal dispute, so do not expect it to recover your money.
If you paid by credit card or debit card, your card provider may be able to help, so ask them about it. Do not stop paying anything you agreed without taking advice, since that can hand the firm a case against you.
If the roofer claimed membership of a trade body, check that on the body's own website. Where the claim turns out to be false, tell Citizens Advice.
The court route, and avoiding the next problem
If letters fail, the last step is a court claim, usually the small claims route for modest sums. Before you start, send a final letter that sets out the claim, the amount and a deadline of a few weeks. Check the current court rules and fees on GOV.UK, because they change and this page is not legal advice. A surveyor's report and your photos form the heart of the case.
Courts are slow and cost time and money, so many people accept a fair offer to put the work right. Keep that offer in writing.
The easiest complaint is the one you never have to make. Collect several written quotes, as our answer on how many roofing quotes to get explains. Check who you are dealing with using our guide to how to tell a dodgy roofer. Pay in stages that match the work, not everything upfront. Keep photos from the start.
If you are already in a dispute and want a second opinion on the roof, send pictures and a short description of the fault and we can say what a survey would look at. Our home page explains how we work.
More on this in Roofers in Crawley: the full guide
Two more complaint questions
Can I get my money back if the repair failed?
Possibly, but the usual first aim is to have the work put right. If the firm will not or cannot, you may be able to ask for a price reduction or to have it fixed by someone else at the first firm's cost. What is fair depends on the facts, so ask Citizens Advice before you act.
Is it too late to complain about work done last year?
Not necessarily. Time limits depend on the type of claim, so do not assume you are out of time. The sooner you write, the easier the evidence is. If the work is older, get a written opinion on the fault and take advice from Citizens Advice on the deadline that applies to you.